Introduction
I will be so happy when this Discover Apple Pay promo is over. I’ve started to realized again why I hate Worst Buy. Anyway, I had made an order on their web site, and they sent me someone else’s order in the envelope. I then emailed their support and this is what they wrote (bolding mine):
Hi Vinh,
Thank you for contacting Best Buy.
I am sorry to hear that you did not receive your Microsoft Band Smartwatch (Large – Black Thermal Plastic) order but an order for another customer. Let me assist you.
I would like to request for you to return the Apple Magic Trackpad to any Best Buy store or by mail. If you prefer to return it by mail, I can e-mail you a UPS prepaid electronic return label that you can use to ship back the wrong product back to Best Buy. Upon receipt of your return, we can process a reshipment or a refund, whichever you prefer.
If processing a reshipment, the estimated delivery date will be on 12/18/2015. Please let me know how you would like to proceed.
I would also like to send you a $15 Best Buy gift card in the mail, to make up for any inconveniences this has caused you. Please let me know if it is okay to send it to the same shipping address on your order.
We appreciate your loyalty as a My Best Buy member.
For any other concerns, you may visit our Help Center at www.bestbuy.com.
You return first and then I give you what you ordered
So while it’s nice of them to send me the $15 gift card, but can you believe that they aren’t going to immediately send out a replacement FIRST? They already have my $300! And the other guy’s order was a $60 Apple Track Pad, so it’s not like I’m holding a $2,000 Macbook for ransom here. The nerve of them for making me return FIRST before sending me the correct order. What if I don’t return it? Do they just keep my money? What kind of customer service is this? I’ve never had this happen with any other company, but I’d like to believe someone like Amazon would send the replacement first and trust tha I will return the other person’s order. It’s random stories like these that make people call them Worst Buy…
Much ado about nothing. You’re making a mountain out of a molehill. You can wait a few more weeks for the band. I think the $15 GC is fair compensation. If you rly rly want that band right now, just go get one from your local BB and then return it when the online one comes.
You are not going to scam them, but that does not mean there are not others who would not. Their business, their processes. I think they adequately compensated for their mistake thru the GC and offered to do everything so that you would not be inconvenienced by the return (sending a prepaid box to you).
It is just human tendency – if you would have got the thing you ordered right away (without returning the stuff they sent to you), the return would have ‘unknowingly’ fallen lower into your priority list. Think about it.
Comparing them to Amazon is unfair. Amazon is a much bigger company. It is like expecting every corner ‘mom and pop store’ to have same policies as ‘Walmart’ – does not happen in the real world.
Are you comparing Best Buy to a mom and pop store too? That’s unfair too. Best Buy is the largest electronics retailer in the nation. If I had bought this from a smaller retailer, I would expect to have to return first. But they are big enough to not have to wait for me to return. At the end of the day, it’s a difference in their customer return policy – if they were pro-customer service, they’d ship out first. If they thought their customers were all scammers (a bad thing,) then they’d wait for us to return.
I had a Homeboy camera go bad on me. They are a tad bit past Kickstarter-stage, so very very mom-and-pop. They sent me a replacement without waiting for me to return first. Now that’s customer service, and I appreciate them more for doing so. So it doesn’t matter how big your company is; it’s your attitude to your customers.